| Announced on | Enrollment opens | EAP rollout begins |
| Dec 14, 2023 | Dec 14, 2023 | Dec 14, 2023 |
I am excited to announce that we are extending content pinning to external content. You can now pin external content to the ticket alongside articles and posts.
What is changing?
Previously, you could only pin articles or posts to tickets. Now, you can also associate external content with the ticket you are currently viewing. Pinned external content appears in the knowledge section of the context panel, under a section titled “Pinned to ticket”. Pinned content is not visible to end users. When external content is no longer relevant for the ticket, you can deselect the pin icon to unpin it from the ticket.
With this release we have also improved external content breadcrumbs. You will see the external source name under the content title.
Why is Zendesk making this change?
Parts of your knowledge base may be hosted outside Zendesk, on platforms such as blogs, company websites, or wikis. It's essential that you can interact with this external content in the same way you would with content originating from a help center or community. You now have the capability to do this by pinning external content for knowledge sharing among agents and providing customers with a direct link to the identified source. See Linking, quoting, and pinning content to tickets
What do I need to do?
The feature is available for Guide Enterprise or Suite Enterprise accounts. You must preconfigure federated search before using the feature. See About Zendesk Federated Search.